Service Operations Team Leader

**Passionate people create exceptional things** Did you know that the solutions we develop are a key part of most industries? Electronics, medical research, renewable energy, food production, infrastructure and many more. We´re everywhere! Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow. Here, your ideas are embraced, and you never stop learning. Interested in being part of our team? **Join us on our journey for a better tomorrow.** The Specialty Rental Divisions worldview is to enable our customers, our people and our societies to flourish in an increasingly complex world. Our vision is to remain the worlds most trusted partner by solving complex industrial challenges with specialized agile solutions. Those are designed and implemented by passionate people who continually strive for new best ways. Our South-East Asia Operations Team is looking for a Service Operations Team Lead, reporting to the Marketing & Fleet Operations Manager. The individual will play an important role in the service & operation team, which involves strategic decisions, as well as the development of the team and implementation of operational policies and procedures. You will be exposed to projects in all areas of the organization, with a close interaction with the divisional operations team as well. The position will be based locally, travelling will be required. **Safety & Wellbeing** - Ensure people go to work and go home safely everyday - Coordinate and work with SHEQ Manager to depot and customer site processes and guidelines - Cultivate the right safety behavior within the team **Uptime Excellence** - Good analytical and planning skills - Zero breakdown - Spare part and inventory management - Analysis and create a troubleshooting protocol and standards within ASR - Drive connectivity as a business tool, gaining insights and driving learning through the organization - Identify and address problems and opportunities in service strategy for the company to outperform the competition - Excellent planning capabilities, thinking ahead and trying to always improve **Customer ultimate experience excellence** - Great empathy and internal/ external customer focus and commitment - Resolve customer disputes with regards to all service deliverables and their performance - Visit and evaluate customer feedback, take corrective actions, provide advice and training when required - Improvement, standardization and going beyond in every step of customer interaction during mob/ demob/ maintenance process. **Operational Efficiency** - Good business understanding and cost consciousness - Clear and effective verbal and written communication - Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations - Headcount planning of internal and external resources to ensure the efficient arrangement of technicians daily assignment to improve organizational processes, and work to improve quality, productivity, and efficiency. - Administrate, monitor and execute service plan and related services to the customers - Administrate, monitor and execute the 24-hour customer-care system - Maintain relevant records and report on regular intervals on service operations performance - Implementation of all fleet maintenance procedures related to service operation. - Coordinate with person(s) responsible to reinforce strength and improve weakness in the workflow chain - Improvement projects to increase agility, speed to solution, ops efficiency and other operational KPI **Digital tools (360 degree views on service operations)** - Drive transparency within the operations team - Continuously improve information at a fingertip - Roadmap to use data to drive learnings, improvement projects and decisions **People Management** - Be approachable and open & confident in interaction with others - Plan, prioritize and organize tasks and activities for the service team to maintain highest productivity and quality. - Responsible to equip the service team with all necessary tooling and equipment relation to their scope of work - Monitor the performance and evaluate the training needs for all staff under your supervision. - Assess current and future staffing needs based on organizational goals and budget realities. Using merit principles, ensures staff are appropriately developed, utilized, appraised, and rewarded; takes corrective action. - Help promote a company culture that encourages diverse team with top performance and high morale. - Maximize technician efficiency scorecards reinforce strength and improve weakness with training plan - Ensure your team can grow to the next steps with right competence mix in the organization to provide our customers ultimate customer experience **Requirement** - Bachelors Degree in Mechanical, Electrical Electronic, Mechatronic Engineer